Complaints

This profile includes complaints for Petro Heating Services and Fuels's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petro Heating Services and Fuels

  1000 Woodbury Rd Ste 110 Woodbury, NY 11797-2530

  
• 

  Petro Heating Services and Fuels

  55-60 58th Street Maspeth, NY 11378

  
• 

  Petro Heating Services and Fuels

  30 Old Dock Rd Yaphank, NY 11980-9701

  
• 

  Petro Heating Services and Fuels

  171 E. Ames Ct. Plainview, NY 11803

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been using ********************** Heating *********** since my family moved to current address, ********************************************************** on March 1, 2012. However, the heating oil price has been jumping high recently and we had decided to go with COD without contract during last year after 02/01/2022-01/31/2023 period of contract with **********************. I called ********************** on 01/17/2023 and talked with a **** of ********************** customer service, clearly mentioned not to renew the contract and stop oil delivery to my home because of high price from ********************** and I will buy oil from CODfuel which is all the way down and affordable price for me. She told me about new contract service fee is about above $ 600. I also mentioned that I paid last year service fee (02/01/2022 - 01/31/2023 period) $ ****** on 03/29/2022 though, I did not use any service call and tuning as well. The one I used probably on February 2022 is from (02/01/2021 - 01/31/2022) period where I could not schedule on those past time. She understood all my explanations and typed in the computer.Then I know estimated next delivery date is 02/18/2023 and estimated gallons in tank is 173. Therefore, I scheduled CODfuel from Sunrise Heating Oil on that day with $ 3.489/gallon for estimated more than 150 gallons. If it pumped like 164 gallons, total cost will be $ 572.20.But I did received email from ********************** on 02/14/2023 that they delivered oil on 02/13/2023 with $ 4.785/gallon x 164 gallons = $ ******. I did not know when they delivered, and I was surprised that I called ********************** already to stop delivery oil to my home after my service contract which was ended on 01/31/2023. It is $ ****** more than *********** company.Therefore, I called ********************** 02/14/2023 night and talked with one of the ********************** customer service representatives and explained the situation. But she told me balance of $ ****** and she does not know why ********************** local office (probably Hicksville, **) delivered the oil on 02/13/2023 although there was noted not continue to deliver oil on 01/17/2023 and not renewal of contract after 01/31/2023.I could not talk on the phone daytime, and I emailed ********************** customer service; ********************************************** to come pump the oil back from my tank if their oil price could not go down like Sunrise which supposes to pay from my budget. I emailed 2 times and could not get back from them. Eventually 02/17/2023 afternoon I called ********************** and talked with several ladies and end up with their high price. Could you please help me with that issue to down their price since it offended the fair trading for its long-term more than 10 years of customers. Thank you very much.

  Business Response

  Date: 02/21/2023

  We have contact *** ** regarding this complaint. Left message on the number provided.

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** **
  
  
  
   
  
  

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my oil burner go out at my ******************************************** the coldest weekend of the year. My tenant called a company to look at the oil burner and determined that it needed a new burner motor. He put a new oil burner motor on and the heat and hot water were working. I looked in my files and found that Petro had put in a new oil burner motor on 2/18/22 and charged me $380.19. I called the service number and spoke to *****, *** and the supervisor *** who told me it wasnt his problem. He said I should of called them first but i didnt realize it was them who put it in. I requested a refund of my $380.19 due to the fact I had to have a new oil burner motor put in and it cost me $600.00 *** said he would of been responsible had I called them first. I think this is unfair and I should be reimbursed for what I paid petro to put it in less than a year ago. *** proceeded to lecture me on not calling them first and I could of pulled it out of a dumpster for all he knows. I offered to bring it to his office and he could have it checked out. He was not interested and basically told me to kiss off! I explained it was the coldest day of the year and my tenants had 4 small children. Had I known it was from petro I would of called him first but it still doesnt justify a part not lasting a year. I asked him if it made any sense that I would make up this story and pay someone else to put it in. I would like to get this problem resolved and be reimbursed for the part that didnt last. Thank you for looking into his matter. Sincerely *******************

  Business Response

  Date: 02/16/2023

  This complaint was addressed as mentioned and unfortunately we are unable to come to the resolution requested as already explained. We will contact **************.

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I tried to respond to the above complaint on 2/22/23 and somehow it was never received. I sent multiple pictures and wrote a response to Petro. Apparently BBB never received it. I want to be reimbursed for the burner motor due to the emergency cold situation at the time. I will bring the unit to their office. It should still be covered by the warranty since it lasted less than a year.
  
  Thank you
  

  
  
  
  
  
   
  

  Business Response

  Date: 04/19/2023

  Customer had repair done with another company therefore voiding any warranty. 

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There was an emergency situation and my tenant did not know that petro had installed the part less than a year earlier. They called an independent company that said it was the problem. They replaced the part. I offered to bring it to Petro and I see nothing in the contract that says a warranty is only covered by Petro!! Again it was the coldest 3 days of the year and the home needed. I want to reimbursed for the charge I paid Petro. If not I will be seeing them in small claims court. Im happy to drop off the oil burner motor and Im sure the manufacturer will credit them for it. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a happy Petro customer for many years. On March 8th, 2022, according to my notes of that day, I spoke to customer service rep ***** to renew my one-year price contract. I was advised that fixed rates for oil are not being offered due to market volatility. Understandable. I was offered a ceiling rate of $5.99 per gallon with the assurance that if market prices dropped so would my price for oil, which I accepted. No mention was made of overhead charges being factored into the price. More on that is below.I received my first oil delivery for my 550-gallon tank under the new rate of approximately 300 gallons on October 29th, 2022 for $5.99 a gallon, totaling of roughly $1,800. The NYSERDA rate for Long Island was $5.99 per gallon on October 31st, 2022. Perfect match.On January 25th of this year, I received my second delivery. The same price of $5.99 per gallon however the NYSERDA price for Long Island was $4.90 per gallon on January 23rd, 2023. I called three different Long Island fuel companies and they averaged $4.89 per gallon as a non-promotional price for someone with a service contract. I'm locked in with Petro until March 31st, 2023 so I was unable to take advantage of the offered lower price.I called Petro and was transferred to an extremely nice person in the price department. I explained all of the above and asked why is Petro's price for oil so much higher than others. I was advised that because Petro is such a large company, their overhead is also larger than others and that is factored into the price of oil. She further advised that on the date of my January delivery, their price was over $6 a gallon but I was not charged that amount because of my ceiling price of $5.99. Lucky me, LOL!I'm requesting a price adjustment to my credit card, bill was paid already, to the Long Island NYSERDA price of $4.90 per gallon as listed on their website effective January 23rd, 2023, two days prior to my January 25th, 2023 delivery.Thank you

  Business Response

  Date: 02/13/2023

  The complaint has been reviewed and we will contact the customer directly. 

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  On 2/14/2023 Petro responded to my complain by stating they would contact me.  To date I have not heard from Petro at all, still waiting.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Messages have been left on my cell regarding an online survey and renewing my oil contract.  Not one message was in response to the BBB complaint with someone's name and direct number.  Please leave a message with that information and I will call back the same day.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 04/03/2023

  I have spoke to ****************** regarding his BBB complaint.

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  I recently spoke to ******, a rep for Petro.  We agreed on a price adjustment of $150 back onto the credit card used to pay for the oil delivery.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a home heating oil delivery by Petro on 12/21/2022, priced at $6.16/gallon. This was the ceiling price we were quoted in summer 2022. We were told that the price would decrease as the market improved. Earlier that day, we were approached by a salesman for ******** oil, inviting us to lock in an oil delivery price of $3.50 and a service agreement, which we declined because we already have an annual contact with Petro, with a service agreement for which we are billed separately. My husband and I were not told in advance what the price of delivery would be, but after the delivery was completed, we received this bill for almost twice as much as we were quoted for the price of oil that very same day. This prompted us to research the price of oil from different providers across Long Island for that week, none of which were charging over $4 per gallon for heating oil, and to look at the average compiled by NYSERDA & the **** ********************************** The average price of heating oil in Suffolk County for the week of 12/19/2022 was $4.80/gallon, a far cry from what we were charged. In order for the price of $6.15 to even be contained within that average would mean that there were companies charging less than $3/gallon, which is of course ludicrious. Both my husband and I called Petro customer service several times to discuss this discrepancy, and to request that they reconsider the price per gallon at which our delivery was calculated. We have since called several times, insisting on speaking to a manager and concerned that Petro is using summertime highs to engage in price-gouging their customers. In every single instance, we were misled by customer service representatives who dismissed our concerns, and were promised call-backs from managers who never reached out, and having our calls disconnected after more than twenty minutes on hold. Rude representatives refused to provide supervisors' contact info.

  Business Response

  Date: 01/18/2023

  This complaint was addressed and resolved on January 4, 2023.

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We spoke to sales-person *********************** on the 23rd of October from Petro Oil and was told we need to make decision next day. **** called and i asked if he could call back in hour due to being at work and involved in something. We were ready but he never called back. I called them several times the next day and could not get him . Finally a supervisor (*******) got him to call us and then he tried to charge us 11 cents more a gallon for oil. He lied to his boss about the calls . and when I talked to his boss they still wanted to charge us more . They are very deceiving and dont hold to there word.

  Business Response

  Date: 10/28/2022

   We have left a message to discuss complaint, will follow up again later today.

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your company came to my house for a simple tune-up and broke my line and then wanted me to pay for it . Money was sent on the continency that i get the work done with the warranty with it . I never got it , But yet you want me to pay anyway. i sent the money $650.. which i shouldn't be paying for your workers fault . Know you want to charge late fees . Please have a top boss call me ASAP .

  Business Response

  Date: 08/09/2022

  This complaint has been addressed and was resolved amicably as per previous conversations with our supervisors. We will contact again.

  Customer Answer

  Date: 08/09/2022

  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This has not been handled properly or in a timely manner. They have not called me

   

   

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 09/14/2022

  I spoke with ************** personally and will provide copy of letter requested.